IT Support Specialist

Firstbank; Nashville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

FirstBank, headquartered in Downtown Nashville, seeks an in-office IT Support Associate to deliver high-quality end-user assistance across the organization. You will manage incidents via phone, email, and Teams and coordinate onboarding, transfers, and terminations.

Responsibilities include supporting Windows/Office365, AD, encryption, VPN, and knowledge-base maintenance, while upholding security procedures and delivering exceptional customer service to all associates.

Qualifications

• Minimum Associate Degree in IT, or equivalent work experience.
• Intermediate to Advanced knowledge of remote hardware troubleshooting and repair skills.
• Strong background in Remote Support, Microsoft, Office365, or other technologies desirable.
• ITIL Foundations, A+, MCSA/MCSE, CCT/CCNA or other certifications desirable.

Responsibilities

• Provide responsive, timely support to all end-user questions. Respond to incidents via phone, email and/or Teams, resolve the problem, document in the Service Desk Tool, and ensure follow-through.
• Work with IT staff to distribute issues, set priorities, and meet deadlines.
• Helpdesk support for Windows, Office365, and core banking app suite, encryption, spam filtering, and VPN software.
• Collaborate with escalation paths to resolve problems and application issues.
• Adhere to FirstBank security procedures.
• Maintain IT procedure documentation and Knowledge Base.
• Provide exceptional customer service to all associates and partners.
• Administer Microsoft Active Directory and Windows environment.
• Other duties as assigned.

Skills

Customer service

Teamwork

Self-sufficiency

Communication

Education

Associate degree in IT

ITIL Foundations

Certifications desirable

Tools

Microsoft Windows

Office 365

Active Directory

VPN software

Core banking application suite

Encryption

Spam filtering

Job description

Position Summary:

Associate must provide top quality IT Support to all employees throughout the FirstBank organization. This IT support includes responding to incoming incidents via multiple contact points and remote IT problem solving, coordinating hardware and software for new hires, terminations, and transfers, administrating various IT applications and telecommunications support.

This is an in-office position that will report to our Downtown Nashville headquarters located on Broadway.

Duties and Responsibilities

• Provide responsive, timely support to all end-user questions and support requests. Respond to incoming incidents via phone, email and/or Teams, resolve the problem, document in the Service Desk Tool, and ensure follow-through if the incident is passed to another person. Set end-user expectations for resolution time and communicate changes in status, as necessary.
• Work closely with other IT staff to insure clear communication on outstanding issues and user problems. Work as a team to distribute outstanding support problems and/or requests to even workload, establish priorities, and meet deadlines.
• Helpdesk support for all FirstBank standard applications including but not limited to Microsoft Windows, Office 365, FirstBank's core banking application suite, workstation encryption, spam filtering and VPN software.
• Collaborate with various escalation paths to resolve difficult problems and special application issues.
• Responsible for adhering to FirstBank established security procedures.
• Assists with maintenance of documentation of IT procedures, and IT Knowledge Base.
• Provide exceptional customer service to all FirstBank associates and partners.
• Basic administration of Microsoft Active Directory and Windows environment.
• Other projects duties as assigned.

Qualifications

Successful candidates will have a high degree of self-sufficiency, and must work well within a banking atmosphere.

Education and /or Experience

• Minimum Associate Degree in IT, or equivalent work experience
• Intermediate to Advanced knowledge of remote hardware troubleshooting and repair skills
• Strong background in Remote Support, Microsoft, Office365, or other technologies desirable
• ITIL Foundations, A+, MCSA/MCSE, CCT/CCNA or other certifications desirable